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<DIV><FONT face=Arial size=2><SPAN
class=372051919-19062006>Hello</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=372051919-19062006></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=372051919-19062006>We have designed our
RT queues in a hierarchy format. </SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=372051919-19062006></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=372051919-19062006>Layout is as
follows, from low level to high level or prioritization.</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=372051919-19062006></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN
class=372051919-19062006>Sales</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN class=372051919-19062006>Tech
support</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=372051919-19062006>NOC</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=372051919-19062006>managers</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=372051919-19062006></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=372051919-19062006>We would like to
have the ability for a ticket in one of the lower queues to be escalated (say
via a html link) to the next higher queue. </SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN class=372051919-19062006>So for example, a
sales user can hit a button in RT and have their ticket escalated up to the Tech
Support level. </SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=372051919-19062006></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=372051919-19062006>Through advise I
found in the list, custom field transfer is not going to happen which is ok, we
will just link the tickets together as suggested. </SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=372051919-19062006></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=372051919-19062006>I have been able to
get the ball rolling by giving SeeQueue, CreateTicket, and
ShowTicket rights to the lower queue group of users in the upper
queue.</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN class=372051919-19062006>For example I have
added SeeQueue, CreateTicket, and ShowTicket to the Sales group
in the Tech support queue. </SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=372051919-19062006></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=372051919-19062006>The trouble with
this is that now the sales group can see the tech support tickets and if we
continue the same idea, everyone will be able to see everyone's tickets. We do
not want this to happen if possible. Higher queue groups do not want to have to
see the lower queue group tickets. </SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=372051919-19062006></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=372051919-19062006>Is this at all
possible through scrips or something of the like? Not too familiar with
scrips.</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN class=372051919-19062006>Or can this be done
at all? Any other queue layout ideas? </SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=372051919-19062006></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN
class=372051919-19062006>Thanks</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=372051919-19062006></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=372051919-19062006>Steve
Hache</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=372051919-19062006></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN
class=372051919-19062006></SPAN></FONT> </DIV></BODY></HTML>